About

Knovvu Real-Time Guidance is an advanced solution that brings together cutting-edge conversation technologies to enhance contact center performance. By continuously monitoring customer interactions, this innovative tool leverages state-of-the-art artificial intelligence (AI) and natural language processing (NLP) to convert conversations into actionable insights in real-time. These insights help identify and address issues instantly, empowering agents and supervisors to deliver top-notch customer service and ensuring that each interaction is handled with precision and care.

In the dynamic landscape of customer service, organizations often face challenges in delivering consistent, high-quality customer experiences. Common issues include the inability to promptly address customer concerns, the risk of legal and compliance breaches, and the difficulty in adapting to evolving customer expectations. Real-Time Guidance (RTG) emerges as a comprehensive solution, offering immediate issue resolution during customer interactions. RTG supports agents, particularly those who may benefit from additional assistance, through on-the-job coaching. It fosters continuous skill development and reduces the learning curve which contributes to reduced agent attrition rates and cultivates a more supportive work environment.

Knovvu Real-Time Guidance addresses common challenges such as inconsistent customer service quality, legal compliance risks, and evolving customer expectations. By streamlining processes, improving First-Contact Resolution (FCR), and offering on-the-job coaching, RTG improves overall agent performance while fostering a supportive work environment.

The solution enables users to create scenarios for real-time agent-customer interactions to detect specific phrases, abnormal speech rates, agent monotonicity, and negative customer sentiment. It capitalizes on the outstanding speed and accuracy of Sestek's proven engine, which combines speech recognition with the full transcription of the calls. The engine applies rules to detect negative customer sentiments and the presence of user-defined words and moments of interest during live conversations. As the solution identifies matches, it triggers instant alerts, coaching prompts, and process guidance to handle the situation for the agent and/or notifies supervisors. Concurrently, agents and supervisors are notified promptly when critical matters arise, ensuring swift intervention to prevent escalations or handle complex situations effectively.

Acronyms and Abbreviations

AI: Artificial Intelligence
API: Application Programming Interface
FCR: First Contact Resolution
KPI: Key Performance Indicators
LDAP: Lightweight Directory Access Protocol
ML: Machine Learning
NLU: Natural Language Understanding
REST: Representational State Transfer
RTG: Real-Time Guidance
SR: Speech Recognition
UI: User Interface

Key Benefits

Knovvu Real-Time Guidance drives a measurable impact in the contact center by improving sales effectiveness, reducing customer churn, ensuring compliance and reducing operational costs associated with repeat calls, transfers or long calls.